MCA1 Flashcards
Identifies three broad areas of practice for medical assistants certified through the AAMA
Occupational Analysis
A person who looks out for patients
Advocate
Medical assistant who performs both clinical and administrative duties
Generalist
Type of medical practice made up of at least two physicians
Partnership
Type of medical practice made up of at least three physicians
Multi-provider clinic
Behaviors such as displaying tact, diplomacy, courtesy, respect, and dignity are the utmost important skills of a medical assistant, demonstrating responsibility in all aspects of the job and promoting integrity and honesty
Professionalism
This not only looks out of place in a medical setting, it is also a great collector of microorganisms
Jewelry
Something that may be offensive to patients, especially if they have allergies or are suffering from nausea
Perfume
Type of accreditation offered by the Accrediting Bureau of Health Education Schools (ABHES)
programmatic accreditation
Type of accreditation offered by the Accrediting Commission of Career Schools and Colleges (ACCSC)
Institutional accreditation
Organization, founded in 1939, that serves as a certification and membership society for several allied health professionals, including medical assistants, phlebotomists, and medical lab assistants
American Medical Technology (AMT)
Organization that offers certification examinations for National Certified Medical Assistant (NCMA) and National Certified Medical Office Assistant (NCMOA)
National Center for Competency Testing (NCCT)
Organization that produces publications including Healthcare Business Magazine, Healthcare Business Tips & Resources, and ICD-10 Tips and Resources
American Academy for Professional Coders (AAPC)
Organization, established in 1989 as a certification agency, that offers eight certification exams for several allied health care areas, including the CCMA and CMAA
National Healthcare Association (NHA)
Money and wait time are the most frequent issues that ignite patient tempers. T or F
True
Often a patient’s frustration stems from underlying emotions such as a fear of diagnosis and a dread for a procedure. T or F
True
One of the biggest challenges for an office employee may be to understand the root cause of the patient’s frustration. T or F
True
Establishing policies for basic processes such as scheduling appointments will not help to reduce potential problems, they are always going to be present. T or F
False (always - key word)
When emergencies and unexpected complications arise, patients who know what is going on are going to be more empathetic to the situation. T or F
True
Creating a script to follow, for patient-provider dialogues, may help to deal with angry patients. T or F
True
Empathetic statements are usually not helpful when trying to establish rapport with an upset patient. T or F
False
Confirming and repeating a patient’s complaint demonstrates to the patient that their problem or concern is taken seriously. T or F
True
When the patient does not agree with a problem, it is best to get the healthcare provider immediately involved in the solution. T or F
False (immediately is key word)
The Internet allows disgruntled patients to vent in the public domain which in turn could have a negative impact upon the medical practice. T or F
True
When a patient is angry–listening, caring, and keeping promises will provide reassurance that the patient’s message is being heard. T or F
True
An angry patient who is threatening an employee or the healthcare provider does not need to report the threats as the patient is probably just venting their frustrations. T or F
False
Text messaging is the standard for modern communication in the healthcare setting. T or F
False - It is email, not text messaging
Establishing an e-mail policy and clearly stating these policies in brochures and on the facility website will let patients know exactly what types of questions can be addressed via e-mail. T or F
True
Questions asked by e-mail are usually screened by a staff member but physicians will manage any clinical concerns. T or F
True
E-mail exchanges and patient portal messages provide both the clinic and patient with a traceable trail of communication. T or F
True
Asking patients and staff members to “turn off all cell phones” is appropriate in the clinic as the patient is there to meet with the physician and staff or the employee is attending a staff meeting. T or F
True
Appropriate telephone etiquette to promote customer service includes speaking quickly and putting the newest staff member on the phones. T or F
False
A 2012 survey found that 80% of healthcare employees were burned out on their jobs.
False - percentage is wrong
Nearly three-quarters of health care organizations had been negatively affected by extended job vacancies as of 2012.
False - not 3/4
Two-thirds of employers had cut or frozen staff salaries, according to a 2013 survey.
False - not 2/3s
Unclear job expectations and a lack of control over work schedules can contribute to job burnout.
True
Interoffice conflicts and office politics often take a significant toll on workplace morale.
True
“Burnout” is a specifically defined medical diagnosis.
False
Job burnout has no relation to job performance.
False
Employees suffering from burnout may not sleep well or be frequently fatigued at work.
True
The ICD-10-CM code for burnout is T82.329A.
False
Burned-out workers are at increased risk for hypertension and heart disease.
True
When an employee works over 12 hours in a shift, the risk for a harmful event occurring increases exponentially.
True
The fatigue associated with habitual extended hours does not contribute to job burnout.
False
Recent cultural changes have prompted resident physicians to take on longer and more strenuous shifts.
False. Recent is getting better shifts
Habitual use of caffeine is one way to fight job burnout.
False
The bureaucratic side of health care can sometimes contribute to workers’ exhaustion and burnout.
True
A belief that work contributes to a “meaningful cause” is what drives a healthcare team’s sense of engagement.
True
Setting the right office atmosphere is entirely the role of administrative staff, not physicians.
False, it is physicians as well
Small courtesies, while pleasant, have no effect on office morale.
False
Employee assistance programs (EAPs) offer confidential personal counseling and other resources
True
In the past, concerns about burnout were often viewed as the individual’s problem, not the manager’s.
True
Positive stress helps us deal with daily problems and meet the challenges while stress that is continuous can have negative effects.
True
“Good stress or acute stress” causes reactions that are non-stopping and does not allow the body time to relax.
False
“Bad or chronic stress” can cause constant tense muscles and a knotted stomach.
True
Illicit drugs, smoking, and/or alcohol may seem to reduce stress for a very short period of time but then the stress gets worse as the person becomes addicted.
True
Situations that can cause stress are very obvious to the person.
False
People that are under stress may experience fatigue, insomnia, and tense muscles.
True
Situations that are stressful for some people may be enjoyable for others such as public speaking and job interviews.
True
Major life changes are usually negative in nature.
False
Learning to say no to new responsibilities that you are not sure you can fulfill will help to prevent personal stress.
True
To assist in preventing stress, prioritize more than one task and do it well before going to the next task.
True
A good night’s sleep and eating well does little to prevent personal stress.
False
To manage avoidable stress, relax with stretching and exercising.
True
To manage unavoidable stress, when faced with a difficult situation, take time to put things into perceptive and think positively.
True
When faced with stressors that you cannot control, professional help may be needed to help you with stress in these situations.
True
If stress is not managed, heart disease and depression can result which then could lead to drug and alcohol abuse.
True
Per CMA (AAMA) what are the General skills?
Recognize & respect cultural diversity (watch out for miswritten on quiz)
Adapt communications to individuals understanding
Employ professional telephone and interpersonal techniques
Recognize & respond effectively to verbal, nonverbal, and written communications
Utilize and apply medical terminology appropriately
Receive, organize, store…information utilizing electronic technology
Serve as “communication liaison” between physician and patient
Serve as patient advocate professional and health coach in a team approach in health care
Identify the basics of office emergency preparedness
Maintain medical records
Perform inventory of supplies and equipment
(many more Communication, Legal, Instruction, & Operational functions)
